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Service Level Agreement

Service Level Agreement

CollabSoft provides customer support for all apps listed on the Atlassian Marketplace and the Monday.com Apps Marketplace. If you find yourself in need of support, you can create a support request using the Service Desk customer portal. 

Customer Support policy

It is our intention to respond to support requests within 1-3 business days (excl. official Dutch holidays). Our office times are Monday to Friday, 9AM to 5PM CET. We will try our best to help you solve the problem, but cannot guarantee that we can provide a solution for each specific issue.

App support includes help with issues during installation, upgrades and app usage. It does not include training, help with Atlassian or Monday.com product issues, support for older non-supported versions of the app or non-english support requests. We will try to help customers without a valid and current license on a best-effort SLA without any guarantees of solving the issue.

Atlassian product compatibility policy

CollabSoft apps are only supported for Atlassian products that have not yet reached End of Life status. Please consult the Atlassian Support End of Life Policy page for a list of currently supported product versions.

In terms of Atlassian product compatibility for supported Atlassian product versions, we adhere to the requirements listed in the Atlassian Marketplace Partner. Unfortunately, it is impossible to continue to provide support for breaking changes in Atlassian products. As such, breaking changes to (private) Atlassian product API will result in the release of a new version of the add-on and retirement (End of Life) of previous add-on versions. It is strongly recommended to make sure CollabSoft apps are used in combinations with the latest version of Atlassian products.

CollabSoft apps are released with a [MAJOR].[MINOR].[PATCH] versioning scheme, also known as Semantic Versioning. Backwards compatibility is only guaranteed for [PATCH] versions. Breaking changes may be introduced in [MAJOR] and [MINOR] versions without providing an automated upgrade path and without prior warning.

List of official Dutch holidays 2026-2030

  • New Years Day (January 1)

  • Easter Monday (April 6 2026, March 29 2027, April 17 2028, April 2 2029, April 22 2030)

  • Kingsday (April 27)

  • Ascension Day (May 14-15 2026, May 6-7 2027, May 25-26 2028, May 10-11 2029, May 30-31 2030)

  • Pentecost Monday (May 25 2026, May 17 2027, June 5 2028, May 21 2029, June 10 2030)

  • Christmas (December 25-26)

Last updated: Feb 15, 2025